Great Customer Management Lessons from Our Moms
Moms have a knack for making learning so fun and real that their lessons just stick with you. They teach through brilliant, hands-on examples. Moms have the advantage of using life as their textbook,...
View ArticleAre “Good Places to Work” for Real?
Companies that are listed on "Best Places to Work" might not always be best places to work. The post Are “Good Places to Work” for Real? appeared first on The Perfect Customer Experience.
View ArticleThe Happy Roofer
The attributes of this happy roofer could make you a more valuable employee. Your company's customers will feel the difference you bring to them.The post The Happy Roofer appeared first on The Perfect...
View ArticleExtreme Experience: Zip-lining and Hocking Hills Ohio
This week I'm simply doing what every company wishes you would do after buying their product or service. I'm going to rave about it.The post Extreme Experience: Zip-lining and Hocking Hills Ohio...
View ArticleUnited Airlines Breaks Guitars
United Airlines takes a beating on YouTube when it angered a passenger by breaking his guitar. 8 Million views. That's getting even with a company that delivered a negative customer experience.The post...
View ArticlePhone Hell and the Customer Experience
Do we ever think about the customer's experience when they call us on the phone?The post Phone Hell and the Customer Experience appeared first on The Perfect Customer Experience.
View ArticleToo often, hope seems to be our only strategy
Business strategies claim improved customer experience. Reality shows otherwise.The post Too often, hope seems to be our only strategy appeared first on The Perfect Customer Experience.
View ArticleThe Early Days at Imation Set Focus on Customers
Structure signals intent, both to employees and to the customers served. When 3M Company spun off Imation, a new independent business, management immediately reorganized around four distinct types of...
View ArticleRitz Carlton Sends an Office Chair
The Office Chair Request I was out searching for stuff on business transformation and stumbled upon this rather old comment by Wally Bock included on Tom Peters blog in a post authored by Steve Yastrow...
View ArticleNine Strategies to Tie Your Social Media Efforts to Sales and Customer Service
By Louis Columbus Social media is enough to make any Marketing VP think they’ve found the Promised Land. Online global communities with easy access, no cost to participate and literally millions of...
View ArticleWe have nothing to fear but fear itself
Let’s review a few of the facts from a gap point of view: 76% of senior executives said customer strategies were more important than they did three years earlier[1] Overall, customer experiences fail...
View ArticleIs there a Payoff for Loyalty and Advocacy?
Research by Conference Executive Board recently found that loyal B2B customers spend 31% more with their suppliers than the average customer and are 50% more likely to try a supplier’s new products....
View ArticleCustomer Experience Pays off at Whole Foods Cash Register
“We’re just basically out-competing everyone,” says John Mackey, explaining the success of his Whole Foods “organic” supermarket chain, as quoted by Seth Lubove in Forbes (2/14/05). “Safeway and...
View ArticleMid-Columbia Medical Center lands Perfect Patient Experience
They eliminated restricted visiting hours They gave patients choices over their experience with rooms modeled after country homes, They provide kitchen and dining areas so visitors can cook and dine...
View ArticleEnterprise Rent-a-Car Experience Pays Big Dividends
At one time it was a two-company race between Hertz and Avis. Hertz was so far ahead of Avis that Avis adopted a brand message to try and turn around it’s No. 2 status with “we try harder.” Now both...
View ArticleScotti’s Plays the Right Kind of Music
The Scotti family had watched the decline in CD sales and the rise of alternate channels like Napster. Rather than give in, they created a bold customer experience unlike anything anyone else was...
View ArticleLiving through a bad experience with Cincinnati Bell
Do you want to purchase products that a provider believes will make you more productive? Or do you want the marketer to understand your situation and work cooperatively with you to solve your business...
View ArticleThe Future of the Customer
By Chip Bell, Co-Author of “Wired and Dangerous” It all happened in a matter of minutes late one Sunday evening at my desk. I was on-line ordering promotional visors for our new book from Stitch...
View ArticleStory Telling Drives Content Marketing
There are 2 objectives for story telling: First, to reveal the kind of company you are by communicating the vision behind your products — to show how your company is relevant to the customer’s needs,...
View ArticleThe Apple Retail Experience
It's the Christmas shopping season -- our first without Steve Jobs. Still, what a perfect time to talk about Apple. It goes without saying that Apple is redefining and reshaping the retail experience...
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